Contacting Light Support

This article explains how to reach Light support, what information to include in your support request, and what to expect from the support team.

# Support Overview

Light offers responsive support through multiple channels. Our support team is available to help with technical issues, usage questions, and troubleshooting.

# Support Channels

# In-App Chat (AI-Powered)

The quickest way to get help is through the chat interface built into Light.

1. Go to app.light.inc
2. Click the Help icon in the bottom right corner
3. Type your question or describe the issue
4. Get an instant AI-powered response

In-app chat is best for:

• Quick questions about how to use a feature
• General usage help
• Non-urgent troubleshooting

Note: In-app chat is powered by AI and provides instant answers. For issues that require human assistance, you can ask the assistant to create a support ticket (see below) or email support.

# Support Tickets via the AI Assistant

If the assistant cannot resolve your issue, or you ask it to, it can create a support ticket for the Light support team directly from the conversation.

1. Describe the issue in the chat (or ask the assistant to create a support ticket)
2. The assistant drafts the ticket for you — subject, description, and priority (Low, Medium, or High)
3. Review the draft and confirm, or request changes before it is submitted
4. Once confirmed, the ticket is created and you receive the ticket number

The assistant includes a summary of your conversation with the ticket, so the support team has full context. If you are experiencing an error, sharing screenshots, relevant URL links, or a screen recording can help the team resolve it more quickly. The support team will follow up with you directly.

# @light in Slack or Microsoft Teams

If your organization has connected Light to Slack or Microsoft Teams, you can ask @light directly in your workspace.

1. Open Slack or Microsoft Teams
2. Mention @light in any channel or direct message
3. Ask your question
4. Get an instant AI-powered response

This is great for getting quick answers without leaving your communication tool.

Note: @light in Slack and Teams is powered by AI. For issues that require a human support agent, ask @light to create a support ticket, or email support.

# Email Support

For issues that need human attention, email the Light support team.

• Email: help@light.inc

When emailing, include:

• Your company name and account ID
• Affected users (if not just you)
• Detailed description of the issue
• Error messages (exact text or screenshots)
• Steps to reproduce the issue
• When the issue started

A support agent will review your request and respond the same day.

# Information to Include in Support Request

When contacting support, include:

# Essential Information

1. Company and Account Details

   • Company name
   • Account ID or billing email
   • User affected (your email or other users' emails)

2. Detailed Issue Description

   • What were you trying to do?
   • What happened instead?
   • How is this affecting your work?
   • Is this blocking you?

3. Error Messages

   • Exact error text
   • Screenshot of error if possible
   • Where error appears (URL or menu path)
   • When it started happening

4. Steps to Reproduce

   • Numbered steps to make the issue happen again
   • Be as specific as possible
   • "Go to Transactions > Click transaction > Click Edit"
   • Include exact values if relevant

5. Impact

   • How many users affected?
   • How is your business impacted?
   • What can't you do?
   • Do you have a workaround?

# Helpful Information

• When did the issue start?
• Has it worked before?
• Did you change anything recently?
• What browser/device are you using?
• Relevant file names or transaction IDs
• Screenshots or screen recordings

# What NOT to Include

Never share in a support request:

• Bank credentials or passwords
• API keys or authentication tokens
• Credit card numbers
• Social security numbers
• Other users' passwords
• Sensitive customer or vendor information

Important: If you accidentally share sensitive information, let support know immediately so they can delete it.

# Example Support Request

Good Example:

Subject: Cannot upload invoices via AI parsing

Description: I'm unable to upload invoices through the AI data extraction feature. When I click "Upload Invoice" in the Bills section and select a PDF, the system shows an error "Invalid file format" even though the file is a valid PDF exported from Acme Corp.

Steps to reproduce:

1. Go to Bills > Upload Invoice
2. Select PDF file (test-invoice.pdf)
3. Click "Upload"
4. Error appears

Error message: "Invalid file format - Expected PDF received unknown"

This started today. I was able to upload invoices normally yesterday. I'm on Windows 10 using Chrome browser.

Impact: I have about 20 invoices to process today and cannot upload them. I'm currently manually entering the data which is taking significant time.

Browser: Chrome 123.0 OS: Windows 10

Poor Example:

Subject: Something's broken

Description: The upload thing doesn't work. I tried uploading stuff and it gave an error. Please fix this. My password is MyPassword123 if you need to test my account.

Attachment: Screenshot.png

# Support Response Process

When you submit a support request:

1. Acknowledgment: You receive a confirmation email with ticket number
2. Initial Review: Support reviews your request within response SLA
3. Investigation: Support may ask clarifying questions
4. Solution: Support provides solution or workaround
5. Verification: You confirm the issue is resolved
6. Closure: Ticket is closed

During investigation, support may:

• Request additional information
• Ask to reproduce the issue while they watch (screen share)
• Request access to your account (with your permission)
• Test your issue in our test environment

# Self-Service Resources

Before contacting support, check:

1. Help Articles: This knowledge base may have answers
2. Webinars and Training: Video tutorials on using Light
3. FAQ Section: Common questions and answers
4. System Status: Check if Light is experiencing outages
5. Release Notes: New features and known issues

These resources often have faster answers than support tickets.

# Common Issues Support Can't Help With

Light support handles Light-specific issues. These are outside support scope:

• Bank issues: Bank account problems, connection failures from the bank (contact your bank)
• Internet issues: Slow internet, connectivity (contact your ISP)
• Computer issues: Software conflicts, malware (contact IT)
• Email issues: Verification emails not arriving (check spam; may be email provider)
• CRM issues: Salesforce or other third-party issues (contact that vendor)

For these issues, work with the relevant provider.

# Premium Support

Light offers premium support tiers for high-touch assistance:

• Dedicated Support Engineer: One engineer focused on your account
• Priority Responses: Faster response times than standard SLA
• Quarterly Business Reviews: Strategic guidance on Light adoption
• Custom Training: Tailored training for your team
• Proactive Monitoring: Support team monitors your instance for issues

Contact your account manager for premium support details.

# Escalation

If you're not satisfied with a support response:

1. Reply to the ticket asking for escalation
2. Explain why the solution didn't work
3. Provide additional details or context
4. Your ticket moves to senior support engineer
5. Senior engineer will contact you within 2 hours

# Feature Requests and Feedback

To request new features or provide feedback:

1. Click Help > Give Feedback
2. Describe the feature or improvement you'd like
3. Explain the business problem it solves
4. Include use cases and examples
5. Submit for Light product team review

Feature requests are reviewed quarterly and help guide Light's roadmap.

# Scheduled Maintenance

Light performs maintenance to improve stability and add features:

• Monthly Maintenance Windows: Usually first Tuesday of the month
• Advance Notice: 2 weeks notice for major maintenance
• Typical Duration: 30 minutes to 2 hours
• During Maintenance: Light is unavailable

Check System Status page for:

• Scheduled maintenance dates and times
• Current incident status
• Historical incident reports
• Email notification signup for status updates

# Related Articles

• Common issues and solutions
• Bank connection troubleshooting
• Integration sync issues
• Data import errors